Advice on possible false advertising

klb29

Hiya,

I have recently bought a pair of shoes from a website (something I wouldn't usually do as I would want to try them on to make sure they fit) but the website promised a refund/exchange within 14 days if they weren't right. The website is still advertising this however when I phoned to ask if they had the correct size in stock to exchange they informed me they didn't exchange items. The term '14 day refund or exchange' still runs down the side of the page on every page of the website, is this false advertising? I wouldn't have purchased if I'd realised this wasn't true. I know it seems a lot of fuss over a pair of shoes but they weren't cheap & are important to me as they are for my upcoming wedding.
What can I do? If I don't send them off tomorrow I won't reach the 14 day cut off period for returns but I don't want to pay to send them back, wait for funds to be returned to my account, pay them again & pay again for postage!

KeithP

What was the exact date that you received these shoes?

I ask because under the Distance Selling Regulations you have seven working days, starting with the day after delivery, to cancel the order. You must cancel in writing, an email will do, and you then have 30 days (or is it 28 days?) to return the goods.

This is an unconditional right, and they have to refund all money paid, inc p&p. They may not need to pay for you to return them... depends on what they've told you so far.

Looks like you will find this easier than using their 14-day exchange scheme.

You may find this OFT leaflet useful.

gordikin

OP does say 14 day offer of refund/exchange expires tomorrow which is over DSR 7 working days?

KeithP

gordikin wrote: »

OP does say 14 day offer of refund/exchange expires tomorrow which is over DSR 7 working days?

That's the way I read it the first time, Gordikin.

But when I read it a second time I thought maybe OP was saying they needed to send it today to reach seller within 14 days. 14 days of what? Ordering maybe? Who knows.

Hence the question.

OP, if you received goods 24 May or later, you are still within 7 working days. (there was a bank holiday)